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Service Manager - CTK

Job ID: 1975885 | ADCI HYD 16 SEZ


Job summary
Are you an experienced Operations Leader seeking a role with global influence at Amazon? The Service Leader is fully accountable for the results and performance of the CTK customer facing contact center team, building flexible working models to enable Amazon-level service delivery at optimum cost and quality.

We are seeking a seasoned operations leader who has experience in managing large contact center teams (calls, chat, emails & transaction processing) who can drive successful daily operations while building a team culture of excellence. As a Service Leader, you have the chance to drive the expansion of a new Amazon HR service from the very early stages. We are looking for candidates who thrive in a fast-paced start-up like environment and want to invent the future. You’ll be responsible for managing a new HR service for Amazonians. You’ll build and lead a team of frontline specialists working to solve problems on behalf of Amazonians.

This role is inherently cross-functional -- you will work closely with technology, design, business operations, finance, strategic communications, and support teams to build, lead and evolve this business initiative. You will proactively identify and resolve strategic issues, as well as secure and schedule the resources necessary to deliver employee and partner-focused outcomes. Other key responsibilities include monitoring the execution of the program across various geographies and ensuring appropriate levels of quality to maintain the overall employee experience.

A successful candidate will also demonstrate:
• The ability to think strategically and analytically about business, product, and technical challenges, with the ability to work cross-functionally. A keen sense of ownership and drive are a must.
• Experience forming specialized support or operations teams.
• Experience planning and executing complex projects across multiple organizations and stakeholders.
• Ability to think strategically, execute methodically, and drive continuous innovation.
• Demonstrated ability to dive deep in understanding our business, HR products and services, and Amazon HR landscape.
• Relentless desire to exceed company and customer expectations.
• Driving projects through to implementation.

People Management:
• Lead and manage a team of frontline associates (HR Specialists) and an international manager of frontline associates
• Ensure delivery of required staffing levels
• Create a team culture that promotes a growth mindset throughout all levels of the organization
• Participate in or sponsor improvement projects, involving high-level interaction with cross-functional teams
• Manage the career growth and development of the team by driving focus on Amazon’s Core Values and Leadership Principles
• Develop, implement, and improve upon employee engagement activities and rewards and recognition programs
• Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments
• Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and developing employees; and effective conflict resolution

Operations Management:
• This is a senior-level management position that is fully accountable for the results and performance of call center and back office operations. This position requires a candidate who has the ability to drive process improvements and keep pace with our growth while motivating others to meet the challenges of a deadline-driven environment
• Ensure all key performance indicators are met or exceeded
• Maintain a complete and thorough understanding of technical systems in a complex virtual environment
• Understand and correctly utilize resources provided by internal systems, departments, policies, and procedures.
• Develop and achieve performance goals and objectives in order to achieve customer promise expectations.
• Drives creation of schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives
• Reports regularly to senior leaders on the status of operational health within the organization
• May be required to work or respond to escalations on weekends and/or evenings


  • Bachelor's degree; MBA or Master’s degree preferred
  • Should have led and executed large scale transformation projects and process improvements.
  • Direct management experience of large teams in a corporate and/or cost center environment

  • Experience with performance metrics, process improvement, and Lean methodologies
  • Entrepreneurial mindset, with the tenacity to develop ideas independently.
  • Experience with the full staffing lifecycle, including interviewing, hiring, performance management, promotions and terminations
  • Flexibility to manage a business that can operate 24/7.


  • Bachelor's degree; MBA or Master’s degree preferred
  • Ability to handle changing priorities and use good judgment in stressful situation
  • Prior leadership development training or participation
  • Track record of effectively leading an operation comprising a staff of at least 300+
  • Demonstrated ability to successfully develop others into higher levels of leadership in an organization